Providing a world-class employee experience is a top priority for the modern service desk. It’s not just about solving problems. It is also about how quick, efficient and useful the service is. Calling the service desk and waiting on the line for someone to help can be a very frustrating experience.

With e-commerce swiftly becoming popular all over the world, chat bots have become the new rage where every business online is ready to invest in them. Chat bots for customer service have become essential as this software application has proven to be an excellent online collaboration tool when it comes to automated conversations with clients.

How a support agent is introduced to a new role and how they’re coached until they can get up to speed plays a huge role in their performance throughout their career. In fact, organizations with a strong training and onboarding process improve new hire retention by 82% and productivity by over 70%1. So, it’s vital that you train and onboard your agents well, especially in a remote work environment.

Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team. As part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.

Chatbots are no longer a new technology in customer service. Customers are using them to get support across a variety of industries, whether they need help changing a hotel reservation, paying a bill, or finding the perfect lipstick color. Business use of chatbots and conversational AI is only going in one direction.

Previously, on the “Chatbot Best Practices for designing a Conversational Experience with Workativ Assistant” blog, we would’ve delved into the things to do before designing a dialog flow for a chatbot and how to set up the actual dialog using Workativ Assistant’s Dialog Designer and test it. In this blog, we’ll be looking into what all we should do before setting up an automated workflow using Workativ Assistant’s intuitive 3-Step Automation Designer.